Abstract

This study aims to analyze the five hypotheses: 1. Influence the
reliability of customersatisfaction, 2. Influence responsiveness to customer satisfaction,
3. Effect of a guarantee of customer satisfaction, 4. The influence of
empathy towards customersatisfaction, 5. Effect of physical evidence to the satisfaction of
consumers.
This research was conducted by random sampling technique with the considerationthat
the population is very large so it is not possible to examine the entirepopulation, so
it formed a representative population. The sample in this study is partof the
overall customer staying at the hotel Ciputra Semarang.
The results showed that all five hypotheses can be accepted. The study produced a
positive and significant relationship between the five variables with customersatisfaction in
the hotel Ciputra Semarang. This is evidenced by a significant F testwhere the
value 0.000. The coefficient of determination on customer satisfactionindicated by the Rsquare
is 0.534, which means that customer satisfaction is influenced by the
five variables, whereas 46.6% of consumer satisfaction can beexplained by variables other
than the